Mortgage Customer Outreach Specialist I

M&T Bank•Amherst, MA

23h•Onsite

About The Position

This position is responsible for collecting on delinquent mortgage loans by calling borrowers who are in early stages of default (60 or less days delinquent). The primary responsibilities include initiating contact with consumers in the earliest stages of default on their mortgage loans with M&T in an effort to collect past due payments, while maintaining compliance with all state and federal laws and regulations applicable to consumer collection activity. The role involves collecting consumer financial information, assessing their ability to repay their delinquency, identifying appropriate solutions, and arranging repayment plans as necessary. Additionally, the specialist will handle inbound calls from various internal departments and consumers concerning all mortgage loan products in the early stages of delinquency, communicate applicable state-specific call compliance requirements, identify and investigate suspect situations (e.g., fraud, lack of insurance), and escalate issues to management with recommendations. The role also includes identifying and resolving problematic account situations where appropriate, referring more complex problems to the supervisor, understanding the workflow for account maintenance/corrections, adhering to compliance/operational risk controls, maintaining internal control standards, and promoting an environment that supports belonging and reflects the M&T Bank brand. Other related duties may be assigned.

Requirements

A combined 2 years’ higher education and/or relevant work experience.
Ability to communicate effectively and professionally over the phone.
Excellent communication and customer service skills.
Proficiency with word processing and spreadsheet software.

Nice To Haves

Associate’s degree.
Collections experience.
Knowledge of M&T systems.

Responsibilities

Initiate contact with consumers in the earliest stages of default on their mortgage loans with M&T in an effort to collect past due payments, while maintaining compliance with all state and federal laws and regulations applicable to consumer collection activity.
Collect consumer financial information, assess consumer’s ability to repay their delinquency, identify appropriate solutions and arrange repayment plans as necessary.
Handle inbound calls from various internal departments and consumers concerning all mortgage loan products in the early stages of delinquency.
Communicate all applicable state-specific call compliance requirements on both inbound and outbound calls received/made.
Identify suspect situations (e.g., fraud, lack of insurance) and investigate exposure, escalating issues to management along with recommendation of appropriate course of action.
Identify and resolve problematic account situations where appropriate, referring more complex problems to the supervisor.
Understand the workflow necessary for account maintenance/corrections.
Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
Promote an environment that supports belonging and reflects the M&T Bank brand.
Complete other related duties as assigned.